> ## Documentation Index
> Fetch the complete documentation index at: https://plivo.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Performance

> This report tracks how efficiently human agents handle conversations, measuring response times, transfer rates, and post-interaction effort across all channels.

The **Agent Performance report** gives you a focused view of how well your human agents are handling conversations across different channels. This report helps track key operational metrics such as response speed, handling efficiency, and follow-up completion times.

Use this report to evaluate agent workload, identify bottlenecks in post-conversation processes, and surface areas where additional support or training may be needed.

## Metrics in this Report

### 1. **Avg. First Response Time**

How quickly agents respond to customer messages after the conversation begins. Displayed in seconds.

### 2. **Avg. Handle Time**

The total time an agent is actively engaged in a conversation, from start to resolution.

### 3. **Avg. Wrap-up Time**

The time taken by the agent after a conversation ends to finish internal notes or tasks. This metric captures backend effort and documentation time.

### 4. **Total Transfers**

Number of conversations that were reassigned or escalated to another agent or queue.

### 5. **Transfer Rate**

Percentage of total conversations that were transferred, indicating how often agents pass on conversations.

### 6. **Average CSAT**

Average satisfaction score received by the agent from customers (when available).

## Charts in this Report

All charts in this report automatically display data for the **last 6 months** if no specific time range is selected. The time breakdown of each chart—such as daily, weekly, or monthly—is controlled by the **"Group data by"** filter. Charts dynamically update based on the applied filters (e.g., channel, direction, CSAT score), ensuring that the visualizations reflect only the relevant subset of data.

* **Conversations by Channel**
  A bar chart showing how many conversations each agent handled across Call, Chat, WhatsApp, and Message.
* **CSAT Trend Over Time**
  A time-series chart showing the agent's average CSAT across a time period.
* **Transfers & Transfer Rate**
  Displays the number of transfers and the transfer percentage trend line, month-by-month.
* **Avg. Handle Time vs Wrap-up Time**
  Plots both metrics together to highlight whether agents are spending more time in active support or follow-up activities.

## Filters

You can customize this report using the following filter options at the top:

* **Date Range**: Select a specific period for the report view.
* **Group Data By**: View agent performance by Hour, Day, Week, Month, Quarter, or Year.
* **Channel**: Focus on specific channels like Chat, WhatsApp, or Call.
* **Direction**: Filter by inbound or outbound conversations.
* **CSAT Score**: Optionally filter by satisfaction ratings.
* **Status**: Choose conversation states like Resolved, In Progress, etc.

## Export Options

Each chart offers the ability to export:

* **CSV**: Raw data in comma-separated format.
* **XLSX**: Spreadsheet version for Excel or Sheets.
* **Image**: Visual snapshot (PNG) of the current chart.